Support Services Manager

2 weeks ago

London, United Kingdom Owen Reed Full time

Owen Reed is looking to recruit a Support Service s Manager to join a top firm in London.

This is an excellent opportunity for an experienced Support Services Manager to work with the Team Co-ordinators and Heads of Operations to deliver high performance standards and improve overall efficiency and usage of the Business Support function.

**ABOUT YOU**
- Proven management experience in a legal secretarial environment.
- Proven track record of implementing and managing change projects.
- Ability to build and promote a collaborative and team-working environment.
- Strong project management skills.
- Ability to deal with differing personal circumstances in an empathetic and sensitive manner.
- Evidence of managing conflict situations with a discrete, diplomatic and professional attitude.
- Proven track record of influencing and managing people effectively.
- Ability to gain trust and respect of all stakeholders including EA's, PAs, TAs, Heads of Operations and senior fee earners.
- Proactivity - ability to anticipate and plan ahead.
- Enthusiasm and resilience to cope with a challenging and busy role.
- Highly developed communication skills.
- A highly organised, confident and assertive approach.
- Strong prioritisation skills with the ability to anticipate and take initiative.
- Diplomacy, with good judgement.
- Good general business awareness/acumen.

**ROLE RESPONSIBILITY**
- Service Delivery
- Coach, manage and lead Team Co-ordinators and the Document Production Supervisor to ensure they are supported and able to manage their teams effectively.
- Understanding the EA, PA and Team Assistant (TA) service provided in each practice area.
- Determine and manage EA/PA/TA and fee earner ratios in conjunction with Team Co-ordinators.
- Ensure that appropriate procedures are in place to manage holidays and sickness absence in a proactive and cost-efficient manner.
- Work with the Team Co-ordinators to implement a valuable and cost-effective in-house secretarial testing system to help refine the firm’s selection process.
- Assist the Recruitment Team with Business Support recruitment. Assist with annual salary reviews making recommendations where appropriate.
- Active performance management of the Business Support team alongside the Team Co-ordinators.
- Assume appropriate involvement in employee relations issues concerning Business Support team members.

**Management & Strategy**
- Using management information to identify opportunities for change/development.
- Conduct regular meetings with Heads of Operations and other stakeholders to obtain feedback and identify varying departmental needs.
- Design and implement efficient working practices through the development of the support service according to each practice area.
- Manage the current digital dictation outsourcing system to ensure consistent standards and delivery.
- Provide training on additional features and benefits of the service. Manage the BigHand system and ensure it is being used to its full potential throughout the firm.
- Manage the project to upgrade BigHand, which is currently underway.
- Use BigHand reporting to measure capacity and resourcing allocations.
- In collaboration with the People Development and Culture Manager, identify skills gaps and develop a training programme for the Business Support teams in each practice area.
- Participate in firm-wide projects as may be required from time to time

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